Thank you for sharing your feedback with us. We're genuinely sorry to hear that your transfer didn't go as smoothly as expected, and we appreciate the opportunity to address your concerns. When you called upon arrival to notify us that you were waiting for your driver, our team reviewed your booking and realized there had been an oversight on our end. Your reservation was for 6 adults and 1 child, which totals 7 passengers. However, our Suburban vehicles are clearly outlined in our booking system as having a maximum capacity of 6 guests plus luggage. This detail was missed during the booking process, and we sincerely apologize for this error. Once we identified the mistake, our dispatch team immediately began scrambling to locate a larger SUV that could safely and legally accommodate your entire group of 7. Our vehicles are strictly regulated by capacity limits based on permits and insurance requirements, and we cannot exceed those limits for any reason—safety is always our top priority. While securing the appropriate vehicle, our team also had to navigate heavy airport traffic, which unfortunately led to the extended wait time you experienced. We completely understand how frustrating a 45-minute delay must have been after a long flight. Regarding the beer and water, we want to assure you that this was not overlooked. In the process of switching vehicles to accommodate your group size, the original Suburban—which had the drinks pre-stocked—was no longer available. While our driver did offer to stop at a store so your group could purchase water and beer, we understand this was not the seamless experience you had anticipated. We regret that the mix-up with the vehicle led to this oversight. Please know that every decision made by our team—from sourcing a compliant vehicle to navigating the terminal traffic—was done with the sole goal of getting your family safely to the resort. We deeply regret that our initial oversight impacted your experience, and we are taking steps to ensure this doesn't happen again. We truly value your feedback, as it helps us improve, and we hope you'll consider giving us another opportunity in the future to provide the reliable and thoughtful service we're known for. Best regards, The VIP Riviera Maya Team